It Support Customer Service

Khalil Saunders

Mount Vernon, New York 914-***-**** ******.*.********@*****.***

www.linkedin.com/in/khalil-saunders

Completed a 13-week intensive IT Support program with hands-on technical support training, resulting in obtaining the Google IT Support Professional certificate. 5+ years of experience in customer-facing roles have led to strengthened skills in communication, customer service, and client management. RELEVANT SKILLS

Technical Support & Troubleshooting • Ticketing System • User Training & Support • Operating Systems Installation • Software Installation & Configuration • Customer Service • Beginner Level CSS • Beginner Level Java • Beginner Level HTML5l • Client Management • Adaptability • Goal Oriented • Quick Learner • Data Entry EDUCATION

Merit America • Virtual October 2022

Google IT Support Professional Certificate

● Skill development includes troubleshooting, customer support, networking, operating systems, systems administration, and security (aligns with updated CompTIA A+ certification objectives) Additional Skill Development

● Completed hands-on technical coursework covering Microsoft 365, Excel, Windows 10, ServiceNow ticketing system, fundamental cloud concepts, PC maintenance and performance Coursera • Virtual September 2022

IBM Cyber Security Analyst Professional Certificate

● Develop knowledge of cybersecurity analyst tools including Data protection; Endpoint protection; SIEM; and Systems and Network Fundamentals.

Westchester Community College• Valhalla, NY January 2017 Associates Degree, Liberal Arts Humanities (20 Credits Completed) PROFESSIONAL EXPERIENCE

Security Counselor • Mamaroneck School District, Mamaroneck, NY December 2023 - Present

● Build rapport with children and faculty to ensure needs were met as needed.

● Maintained diligence at front desk handling deliveries, student pick-ups and other miscellaneous tasks.

● Retrieved students from class when asked by the front desk and ensured all students were safe and in class.

● Ensured the safety of students and faculty via tours of the facility. Game Technician • Dave and Buster, Pelham Parkway, NY March 2023 - August 2023

● Performed excellent customer service with guests by assisting them with redemption games and helping find lost items in the game.

● Experienced on the job learning via performing game tests, hardware assessments and software assestments.

● Repinned wires and soldered motherboards when new games came in and or older hardware went out of date.

● Troubleshooted the games within the store whether it be hardware or software issues.

● Experience with inputting tickets and escalating them when necessary.

● Assisted Head Game Technician with network troubleshooting. Security Guard • Securitas, Purchase, NY March 2020 - March 2023

● Proved to be a powerful asset to the Pepsico company by monitoring and taking charge of the Sculpture Gardens on the weekend.

● Logged the intake of around 75 daily guests and handled any and all complaints or issues gaining recognition from the Security Manager for Pepsico.

● Gained rapport and connections with Pepsico employees by providing excellent service and maintaining a professional demeanor.

● Provided assistance with backed up data entry, removing old and expired employee and contractor badges allowing the company to focus on the intake of new employees and interns.

● Monitored the entry and exit of the facility for over 100+ employees and contractors, checking invoices, appointments and any other individuals entering the facility

● Assisted with troubleshooting faulty work badges and CCTV by restarting program and contacting in-house iT when required

Youth Care Counselor • St.Christopher's INC, Valhalla, NY December 2018 - September 2020

● Monitored progress and documented any patient health status changes, keeping the healthcare team updated and prepared for what meds were necessary the next morning.

● Built solid and trusting rapport with children and families, fostering trust and communication to meet case needs.

● Performed duties in accordance with all applicable standards, policies and regulatory guidelines to promote a safe working environment.

● Worked to improve and enhance patient lives through effective, individualized, and compassionate care.

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